Customer Service Independent Contractor

Lakisha V. McGrone-Townes

**** ***** **** ****** *******, TN 38106 Phone: 901-***-****

*******.*************@*****.***

Objective

To obtain a position in the corporate world that allows me to utilize my professional skills and promotes growth at the same time. I am interested in all opportunities with your association to expand my skills in a professional environment.

Professional Experience

LICENSE NOTARY

05/2019 to CURRENT

Received request from various companies for clients that need paperwork notarized. I meet with their clients and collect data and notorized per the State of Tennessee guidelines. UNITED HEALTHCARE- COOLSPRINGS, TN 10/2015 to 02/2018 Claims Adjustor

I was apart of a offline team that received claims that were rejected by providers. I was responsible for reprocessing claims per Tennessee Medicare and Medicaid guidelines which could result in additional payment.

VERIZON WIRELESS – FRANKLIN, TN 12/2010 to 10/2015 Continuity Marketing Operations Coordinator

Handle inbound customer calls driven by marketing, direct mail and text message promotions and campaigns. Contact customers via an outbound dialer on programs designed to increase customer take rates on promotions and campaigns. Provide extraordinary customer service through First Call Resolution

and adherence to Quality standards. Gaining and maintaining complete knowledge of Verizon’s wireless and

data products, standard policies/procedures, area market specifics, equipment/accessory information, standard pricing plan options, enhanced feature options and varying promotional offers. Maintain and grow

existing customer base to ensure customer retention by building strong customer relationships and creating

a positive experience. Promote VZW through differentiating the features, advantages and benefits of services offered versus competitors. Qualify, recommend and close customer by providing the appropriate

wireless solution with regard to price plans, enhanced services, equipment and accessories. Accurately process customer sales orders, process adjustments and document customer accounts according to company guidelines to ensure consistent and concise transactions.

• Most Improved Sales and Quality 11/2011, 12/2011, 1/2012, Recognizing You Award 11/2011, 12/2011, 03/2013,

06/2013

Asurion 01/2009 to 11/2010

Supervisor 06/2009 to 11/2010

Manage a team of up to 17 representatives. Educate reps individually and in group sessions on conflict resolution, problem solving, company policy and goals. Coach reps on Advanis survey monitors and provide

advice about opportunities to improve call quality. Coordinate with human resources on disciplinary action for

performance and attendance issues

• Most improved Issue Resolution 01/2010, Most improved Customer Satisfaction 06/2010 Customer Service Representative 01/2009 to 06/2009 Handled calls to resolve issues with customers’ accounts and billing issues while assuring customer satisfaction. Reviewed existing accounts for upgrade eligibility. Troubleshot devices and systems to assist

customers with activating new devices. Performed basic tier 1 trouble shooting.

• Received award for highest customer satisfaction 05/2009 General Electric 02/2002 to 12/2008

Global Sales

Managed multiple oversea accounts in the Asia region when it came to appliances and spare parts. Provided

schematics and step by step installation of parts. Create and modify documents using Microsoft Office. Perform general clerical duties to include but not limited to: photocopying, faxing, mailing, and filing. Maintain

hard copy and electronic filing system. Sign for and distribute UPS/Fed Ex/Airborne packages. Research, price, and purchase office furniture and supplies.

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